Free SDI SD0-101 Exam Questions

Become SDI Certified with updated SD0-101 exam questions and correct answers

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Total 166 Questions | Updated On: Nov 11, 2024

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Question 1

What might your Service Desk do to build a good a relationship with its users?

A : oduce detailed SLA reports

B : gularly hit 99.6% system availability

C : liver consistent service levels

D : intain a formal distance from users

Answer: C

Question 2

Which option is a benefit of using self-help?

A : allows users to resolve some incidents at any time

B : gives users the opportunity to become technical experts

C : avoids the inconvenience of telephone handling

D : give users the ability to self-diagnose their incidents in future

Answer: A

Question 3

You are re-branding your Help Desk into a Service Desk. How do you convince an old hand in

the team to change their approach and start using a standard greeting? Explain to them that:

A : will demonstrate that the new management are in control of the group

B : tandard greeting ensures that users cant control the calls

C : Ps will get the same level of service as other users

D : reputation of the new group will be enhanced

Answer: D

Question 4

A primary responsibility of the Service Desk is to

A : nage Major Incidents

B : t as the resolver for all users Incidents and Service Requests

C : olve Problems

D : knowledge and record all Incidents and Service Requests

Answer: D

Question 5

What is the best way for an SDA to enhance the image of the Service Desk?

A : ess to reflect your professionalism

B : ure users are aware that the Service Desk is the key component in IT

C : ovide accurate information to users without denigrating other teams

D : vise users of resolutions via the weekly Service Desk email

Answer: C

Page: 1 / 34

Total 166 Questions | Updated On: Nov 11, 2024

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